Business Profile

Pet Supplies

PetSmart

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Complaints

This profile includes complaints for PetSmart's headquarters and its corporate-owned locations. To view all corporate locations, see

Customer Complaints Summary

576 total complaints in the last 3 years.
197 complaints closed in the last 12 months.

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The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:10/21/2024
Type:Delivery Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Ordered cat litter and my order was cancelled without any notification. Later I found out that they used a delivery service name Roadie and Roadie's driver didn't want to wait in line so he just cancelled my order. I have screenshots of my chat's with Roadie which is added to this complaint.
Business Response
Date: 10/25/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had with our delivery partner.
We have partnered with our team that handles online orders and was able to confirm that two refunds had been issued to the Pet Parent. A refund of $20 was issued on 10/20/2024 and a refund of $49.95 was issued on 10/21/2024 for the items the ********** reported as not delivered. In addition to this, a reship of the Pet Parent's order was placed and delivered on 10/21/2024. We apologize for any disappointment this experience has caused. PetSmart values input from our Pet Parent's and we hope to continue improving the overall experience.
Customer Answer
Date: 10/31/2024
I am rejecting their reply because PetSmart uses Roadie to deliver to pet parents. Be advised that the drivers from ****** refused to deliver my shipment and I have screenshots of their chat's refusing to help me. In addition PetSmart records customer's phone calls and during my calls to PetSmart's customer service even their own employees admitted that they had several issues with Roadie. So if this keeps happening then why is PetSmart still using their service to ship customers orders????
Business Response
Date: 11/01/2024
We understand the Pet Parent is not satisfied that PetSmart uses Roadie as a courier service and understand why the Pet Parent feels the way they do after the experience they had.

At this time, the only way to avoid using Roadie as a potential courier service is to either order online and set it for pick up in store or to visit the store and make purchases in person.

We know this is not the answer the Pet Parent was hoping for and we want to assure the Pet Parent that we have passed along their feedback about Roadie to the appropriate teams.

At this time, we feel the appropriate steps were taken to address their concerns and consider this matter concluded.
Customer Answer
Date: 11/12/2024
The explanation from the business owner doesn't make sense because I did order online and store pick up is not possible for me due to my disability. In addition PetSmart's supervisor and agent's on a recorded line admitted that they are having several issues with Roadie. So if that's the case then why keep using Roadside???? So it's obvious that PetSmart is making excuses and they do not value their customers.
Initial Complaint
Date:10/17/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I went to have my dog groomed at ************ location once i arrived I was told my dog is an English bulldog or at least looks like one so that what they're going to put down, I told the groomer he is not an English but in fact a Victorian she disagreed and said she doesn't have time right now and if I want his breed changed I have to talk to a manager to do it, but she said come back in an hour or so at that time when I left it was 9:14 am. I got back there at 10:21 am when I first got there I waited to walk in due to another dog being in there and I could be the girl go speak with the original groomer then that girl walked out the salon past me and I walked in the original girl I spoke to didn't speak to me another groomer did I told her I was there for an appt, she said well we canceled the appt, I asked her why she said it was at 10, then the girl who walked out and another person both walked in while I was talking and the first then the new person says is this isn't going to work for us my husband says *** what is the issue they say it isn't *** and get smart saying they aren't doing our service. I asked why and asked who the manager was they wouldn't tell me then the person says me then I go to get their business cards which are right on top of the desk and that person snatched the cards back and tells us to leave I then said to the original girl who walked out you just didn't want to wash him and I walked out then that supposedly manager walks behind me as I'm walking out and yells your banned from this store. This was very embarrassing, and I don't know if it's a race thing or what, but this was an uncomfortable feeling from when I first arrived and I'm pregnant dealing with all of this. And if the person was truly not a male, then we apologize but that is now how we perceived them by their voice and manners. But at the end of the day, I had an appointment scheduled for a week and super excited to have out dog serviced this was an eye-opening experience.
Business Response
Date: 10/21/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had during their recent grooming salon visit. We have partnered with our Store Leaders on this Pet Parent's concerns who was able to connect with the Pet Parent to address their concerns. Due to the limitations of our system, which does not have certain rare breeds listed, such as the Victorian Bulldog, we categorize pets based on the breed they most resemble. In this particular case, the Pet Parent's dog most closely resembled an English Bulldog.
As both English and Victorian Bulldogs are Brachycephalic pets, they require special handling and are booked under an express service to ensure the bather can give their full attention to the pet for the entirety of the appointment. Because this pet's appointment was booked as an express service, it is important that the Pet Parent arrives at the scheduled time to allow for this focused care. Due to the late arrival, we were unable to groom their pet as planned that day. PetSmart values input from our Pet Parent's and we hope to continue improving the overall experience.
Customer Answer
Date: 10/24/2024
this is what actually occurred The groomer argued with me about what my dog actually was. She tried to tell me my dog was in fact in English bulldog, which was not the case once we got past that, she said we were going to book it for an express service and told me to come back in about an hour at that point it was already 915 so I said I would come back in an hour when I came back it was 1021 when I walked in because I had to wait a couple minutes because they already had a dog in the waiting area after being rude and discussing amongst themselves they comment and tell me while we canceled your appointment. It was booked for 10 oclock and I proceeded to ask why would you book it for 10 and tell me to come back in an hour when that is not an hour that wouldve been 45 minutes, someone else comes up to me and tells me we cant help you you need to leave and so many words they were very rude. They snatched back the business cards because I said I wanted to file a complaint. This is what Im saying you want to respond and make it seem like you know what you were late for your appointment what happened? Absolutely not what occurred. I filed the complaint just because I felt it was not right what I had to go Through and I feel like people should take accountability that same day. I actually called and spoke with the store leader and I called and left a message the other day, but I had already spoken with her to let her know what she agreed that that should have happened and had I been given proper time maybe this would not have occurred people there in the salon that day were very rude. I am not one to just throw race out there because theres a lot of factors that could have been at play but it sure seems like if the color my skin was differently. I wouldve been treated a lot different and I think it is ridiculous to be yelled at in the store and you are banned from PetSmart Hopefully, you can address this with your employees and its not just swept under a rug

Business Response
Date: 10/25/2024
We have shared the **********'s additional comments with our leadership teams and want to assure the Pet Parent that coaching and feedback has been given to those involved.
At PetSmart, one of our core values is being United Together. We promote belonging and inclusiveness where all individuals can excel. We have investigated the matter with the appropriate parties. While we do not share the details of the actions we take out of respect for the privacy of all involved, please know that we have heard and appreciate the Pet Parent's feedback.
Customer Answer
Date: 10/31/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

while I do not agree with the business actions and the specific actions of this salon leader who was completely out of line and to be honest racist acting my hope is they learned a ****** to treat everyone fairly and not ever to put a customer in a position where they feel threatened. Hopefully your words are true and the person was disciplined correctly and can grow from their actions. Thank you for your time.

Regards,

********* *****
Initial Complaint
Date:10/16/2024
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
About 2 years ago I lost my dog. I notified PetSmart to cancel the insurance for both my dogs. Shortly after I received a call from PetSmart trying to schedule an appt for the dog that was expired. I notified them again to not call about this dog and to cancel all insurance on file. I was assured it would be done. A few months later I received a call to collect monthly insurance cost that was lapsed. I spoke to the person and explained the situation and was told that they will rectify the situation and reverse the charges. They would call me back with any issues. This was about a year and half ago. I never heard back. No mail no calls so I assumed it was resolved. Yesterday I was notified that my credit has been hit for not paying PetSmart the amount of $600+. This has damaged my credit. There is no reason for them to charge or send this to collection agency. They were notified multiple times. I do want my credit to be restored. I dont want them to do this to anyone else.
Business Response
Date: 10/18/2024
We appreciate the Pet Parent for sharing their feedback with us. We are sorry to hear about their poor experience with ******** and would like to express our sincere condolences on the loss of their pet.

Due to Banfield being a separate company from PetSmart, we are unable to further assist with the reported issue. We forwarded this concern to the ************* team for further assistance. We were also able to connect with the Pet Parent and relayed BanfieldCares contact information so the Pet Parent can receive further assistance.
Initial Complaint
Date:10/14/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Company Advertises online ordering with "in stock" items, pick up items, or "deliver today" items- knowing an item was not in stock in the store, I paid extra shipping charges to have this item shipped direct. When I inquired as to why the item hadn't shipped, I was told that the "local store" did not have it in stock, which was correct- and why I paid for direct shipping. I at first thought it was a site error, and reordered. The second time I contacted the customer service who stated it must be a site error as the "local store" did not have it in stock and I would have to wait until that local store received it in stock and then for that store to then deliver it. I told them that the item was showing in stock online and that I paid for "shipping". I was instructed to cancel that order and then replace this a third time. Today, I'm being told that the "local store" does not have it in stock and I must wait again until they get this item in stock to get this item, while being charged extra for "direct shipping" and the website indicating that it is in stock. This is not only false advertising, but charging additional for a service that simply isn't happening
Business Response
Date: 10/21/2024
Thank you for contacting PetSmart Corporate Care.

We appreciate the feedback from the Pet Parent. We apologize for their poor experience with our online ordering system and any inconvenience it may have caused. We have forwarded this concern to our Intouch team for assistance, who has connected with the Pet Parent to address their concerns.

We have extended a $20.00 gift card to the Pet Parent for the system errors and the interaction with the agent they spoke with.

We appreciate the Pet Parent's patience and understanding while we worked to resolve their concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring every Pet Parent's satisfaction. We thank the Pet Parent again for choosing PetSmart and hope to serve them again in the future!

Sincerely,

PetSmart Corporate Customer Care Team
Customer Answer
Date: 10/22/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

******** ******
Initial Complaint
Date:10/14/2024
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Petsmart is not allowing me to make online/app purchases and is not responding to multiple contacts for assistance to resolve the advertised promotions for online or app purchases thus blocking from making the advertised purchases. This causes missed discounts that are available for specified time frames only and impacting maintaining my vipp status in addition to causing me much additional harm. I dont know if this is because I am elderly and disabled or why they are refusing my purchases.
Business Response
Date: 10/15/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible. We apologize for the poor experience this Pet Parent has had while attempting to place orders on our website. We have forwarded this concern to Online Team for assistance, who have attempted to reach the Pet Parent via email on 10/14/2024, requesting more information regarding the issues they are experiencing within our website. We will be more than happy to further assist this Pet Parent with available options and resolutions that may work for them in this situation but are unable to do so until we hear back.
Initial Complaint
Date:10/11/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I had a grooming appointment on 9/28/24 The tech was *** who also the lead of the grooming salon.When I came to pick up my dog ***** another representative went to get him and she was visibly upset when she came back. The associate said he was hurt and their was blood in the crate and *** didn't tell them and this was the second time in two days that this had happened. A second tech came out of back of the salon and took us to *********While we walking to ******** we continue talking and I asked where *** was and they in the back and they called for a store manager. The associates from the salon kept say that this keeps happening and no one wants to address it.The manager came up (A young man) I believe he was a team lead and he listened to my concerns. He didn't want me to go back to salon and and he said he would speak with ***.**** was given 2 stitches on his paw, antibiotics and pain meds.I was refunded the money for his grooming and ******** did not charge me. The associates at the store were apologetic but *** never came and spoke to **** asked for name and number of the store manager (******* ****** Store Leader ************), district manager (******* ***** )but was told they couldn't give me his number so I asked for the corporate number *************).On 9/29/04| called and spoke with ******* she was patronizing and said she hadnt spoken with *** because she was on vacation and that *** had told the other manager she didn't know my dog was cut.I can't believe PetSmart doesn't have a protocol for these issues and that an incident report was not written by all parties involved.I have called customer care my complaint was not escalated as I was told it would be.I left a message for the distract manager and he has not called me back. When you call corporate customer service the line rings 5 times and disconnects. A corporation not documenting injuries/ manager not reading a report and not communicating with a concerned customer is upsetting.
Business Response
Date: 10/14/2024
Thank you for reaching out to PetSmart Corporate Care.

We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to the District Leader for assistance. On 10/14, we spoke with the Pet Parent about their concerns.

We informed the pet parent that the incident has been review thoroughly. We explained what steps we have taken with the associate. We were very happy to hear how great the pet is doing.

We appreciate your patience and understanding while we worked to resolve your concerns. If you have any further issues or feedback, please don't hesitate to contact us. At PetSmart, we are committed to providing exceptional customer service and ensuring your satisfaction. Thank you again for choosing PetSmart, we hope to serve you again in the future.

Sincerely,

Julia
PetSmart Corporate Customer Care
Initial Complaint
Date:10/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I took my dog ??to Pet Smart for grooming and they cut off my dog's ears and burned my dog's back with a hot maser, doctor's letters available. I have a baby and now I have a problem at home because my dog ??has severe fear and depression and is afraid of everyone.
Business Response
Date: 10/17/2024
We have taken note of the Pet Parent's concern and have escalated it to the appropriate team for assistance. We are currently reviewing the matter to ensure that we can address the Pet Parent's concerns thoroughly. We would however, appreciate a bit more time to complete our research to ensure we can fully resolve the issue.

We appreciate your patience and understanding while we work to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction.
Initial Complaint
Date:10/09/2024
Type:Service or Repair Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
You sold me a girl at an all male store for a guinea pig. You misgendered her but asked for me to return her for a refund. How absurd. She wont survive refund me.
Business Response
Date: 10/14/2024
Thank you for reaching out to PetSmart Corporate Care.

We appreciate the Pet Parent for sharing their feedback with us. We forwarded this concern to Management Team for assistance. We have made several attempts to reach the Pet Parent at 267-275-6372 but were unsuccessful. We also sent an email requesting for them to get in touch with us to [email protected]. Once the Pet Parent contacts us, we will be more than happy to go over the concerns they wrote about.

We appreciate your patience and understanding while we worked to resolve these concerns. At PetSmart, we are committed to providing exceptional customer service and ensuring our Pet Parents' satisfaction.

Thank you again for choosing PetSmart.

Sincerely,

Julia
PetSmart Corporate Customer Care
Initial Complaint
Date:10/08/2024
Type:Product Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Petsmart claims they have refunded 2 orders that were not delivered to me. I have the email showing that they said that the refund should be back to me within forty eight ******** has been over forty eight hours that has not ************ they're telling me I need to wait another 5 to 7 days. I am attaching the emails below.I should already have my refunds.They're trying to keep my money
Business Response
Date: 10/15/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had.
After partnering with our Online Orders team, we can confirm that a refund for order #********** was refunded to a new gift card ending in 4145. Order #********** was refunded to the original gift cards used for payment ending in 2335 and 0303. For the Pet Parents third order, #**********, we were unable to offer a refund or a reship due to the order being confirmed delivered to the correct shipping address.
We apologize for the disappointment this has caused. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience. At this time, we feel the appropriate steps were taken to address their concerns.
Customer Answer
Date: 10/17/2024
while yes a new gift card was sent for the one order, however the funds were never put back on the original gift cards as you claim for the order1004297496 I have checked multiple times and it is not there as I have emailed and called about .
Business Response
Date: 10/21/2024
We understand the Pet Parent has concerns regarding her existing gift cards and hope to provide some clarity on the matter. After order #********** was refunded to the original gift cards used for payment ending in 2335 and 0303, they were then used, by the Pet Parent, to place and pay for order #**********.
Order #**********, was the third order mentioned in our previous response, that we were unable to offer a refund or a reship for due to the order being confirmed delivered to the correct shipping address.
We understand this may not be the news the Pet Parent was hoping for. At this time, we feel the appropriate steps were taken to address their concerns.
Customer Answer
Date: 10/24/2024
no the gift cards used were ending 6772 &
7353 as has been confirmed many times
Initial Complaint
Date:10/07/2024
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I made a purchase on 8/21/2024. I contacted customer care on 8/31 to return the order. Order number **********. I requested a return label. I did not receive the return label. I contacted 9/18 letting them know I had not received it. I was sent another but was unable to access the label for printing. I went to ***** store and was informed that it showed the label had already been printed and they were unable to reprint. I told the associate that it would not print for me and she informed me the failed attempt registered as the label printed. She advised to contact PetSmart back for a replacement label. I contacted PetSmart back on 9/26 explained the situation and asked for return label or call tag. I was informed on 9/26 that a request was submitted for new label to be processed. Nothing received. I contacted back on 10/1 that I want a return label or call tag ASAP. I received an email back stating it was submitted to upper management and I would receive a new label within 24 hours. Still didnt receive. I contacted back on 10/3 asking for them to be sent ASAP! I was emailed back stating it was bumped up to IT and would receive within 2 business days. I still have yet to receive the return label and at this point I just want my refund. This has been going on since September with multiple emails and 1 phone call. This is ridiculous!!
Business Response
Date: 10/09/2024
We thank the Pet Parent for sharing their feedback so we can address their concerns as soon as possible and are sorry to hear about the poor experience this Pet Parent had while attempting to obtain a refund.
We have partnered with our team that handles online orders and was able to confirm that a refund was issued on 10/08/2024 for order #1002701284.
We apologize for any disappointment this experience has caused. PetSmart values input from our Pet Parents and we hope to continue improving the overall experience.
Customer Answer
Date: 10/17/2024

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 22388750, and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

Amanda Ray

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PetSmart is NOT a BBB Accredited Business.